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Dispute Resolution
 

You may initiate a dispute request via the Bank for reversing or refunding transactions under specific circumstances of the dispute resolution scheme, such as unauthorized transactions or failed delivery of goods / services by the merchant after a one-off pre-payment.

Please note that not all debit card transactions are protected by dispute resolution. Refer to the section “Important Reminders regarding Request Deadline and Ineligible Transactions” for more details.

Possible Explanations

  • The merchant may be registered using a different name from the shop / webpage
  • A free trial that you previously subscribed to has ended and has been extended automatically
  • A recurring payment that you have signed up for some time ago is billed to you again
  • Exchange rates are applied, and extra fees are charged for purchases made in foreign currency

For Card Lost or Stolen, or Unauthorised Transactions

  • Report to the Bank immediately to block your card.
  • Refer to our Card Terms and Conditions on your protection and liability for lost / stolen debit cards
  • It is mandatory to block your card before an unauthorised transaction dispute can be raised in accordance with Mastercard/UnionPay guidelines
  • Transactions cannot be categorized as “unauthorised” if you have participated in the transaction with the merchant, please refer to the below section for “authorised transactions” information on further processing

For Authorised Transactions with Issues on the Transaction Details

Contact the merchant if possible

  • The Bank only receives limited transaction details from the merchant’s bank and then processes and posts the transaction based on the information received
  • Contacting the merchant could be a quicker and more direct way to resolve the query / issue

Contact Standard Chartered Bank (Hong Kong) Limited (“SCB”)

  • If the merchant cannot help, or if you cannot reach the merchant, contact us as soon as possible with supporting documents such as receipts and credit slips

Remember that Chargeback / Dispute applications must be raised within or on 60 calendar days of the statement issue date.

 

Standard Chartered Bank (Hong Kong) Limited (“SCB”) Cardholders can apply for a refund of a payment (i.e., Chargeback) for transactions in dispute of liability, in which such service is offered by Card Associations (e.g., Mastercard and UnionPay) to Cardholders.

These cases may have arisen from merchant issues, technical issues or fraud attempts and the Bank could process the application.

The application must be raised within or on 60 calendar days of the statement issue date.

Common dispute issues include Transaction currency and/or amounts which the Cardholder believe are incorrect, duplicated billing or paid by other means. Please refer to the section “How can I submit a Chargeback Application?” for more details.

Kindly note that not all debit card transactions are protected by dispute resolution. Please refer to the section “Important Reminders regarding Request Deadline and Ineligible Transactions” for more details.

Standard Chartered Bank (Hong Kong) Limited (“SCB”), as the card issuing bank, will first conduct internal investigations, then if necessary, pass the case to the respective card association and act on your behalf for negotiations with the respective card association.

Requests submitted after the deadline

Chargeback requests should be raised within 60 calendar days of the statement issue date.

For cases where the reason of request is that the merchant closed resulting in failure to deliver goods and/or services after a one-off pre-payment, the eligible claim period shall not exceed 540 days (for MasterCard) and 360 days (for UnionPay) from the transaction posting day.

After this 60-day / 360-day / 540-day period, the Bank reserves the right to reject any request. Cardholders shall be responsible for any loss or damage (if any) arising out of or in connection with the relevant Card transaction.

Online Transactions with One-time Password (OTP) Authentication

Numerous online merchants have implemented secure payment technologies. The Cardholder’s identity is verified by the one-time password (OTP) sent to the Cardholder’s registered mobile phone with the issuing bank via SMS. Authentication must be completed before the purchase can be executed. Since the transaction is authenticated, the liability would be on the Cardholder and “Unauthorised Transaction” cannot be used as a reason for chargeback application

Face-to-Face transactions (i.e., Card-Presented) where magnetic strip is not used (i.e., chip read)

Since the transaction is authenticated, the liability would be on the Cardholder and “Unauthorised Transaction” cannot be used as a reason for chargeback application.

Transactions processed via e-Wallets including but not limited to Apple Pay using Debit Card

Since the transaction is authenticated, the liability would be on the Cardholder and “Unauthorised Transaction” cannot be used as a reason for chargeback application.

Other Reasons

For example, quality of goods and/or service provided by a merchant or contract-related disputes are not covered service offered by Card Associations.

You should initiate the request with the substantial supporting documents as soon as possible.

  1. Gather the necessary supporting documents

The below table lists out substantial supporting required. More supporting may be required depending on each unique case.

DISPUTE

SUBSTANTIAL SUPPORTING

Transaction currency and/or amounts which the Cardholder believe are incorrect
  • – Sales invoice and/or receipt to show incorrect currency/amount billed
  • – Supporting document to prove the original/agreed transaction currency
  • – Proof of dispute raised with the merchant (e.g., email correspondence)
Duplicated billing
  • – Sales invoice and/or receipt
  • – Proof of dispute raised with the merchant (e.g., email correspondence)
Paid by other means
  • – Sales invoice and/or receipt
  • – Proof of dispute raised with the merchant (e.g., email correspondence).
  • – Supporting document for the payment by other means
Merchant agreed to refund but such is not received
  • – Proof of refund acknowledgement by the merchant (Example: refund note)
  • – Proof of dispute raised with the merchant (e.g., email correspondence)
Merchant claimed that the debit card payment failed but Cardholder was still billed
  • – Proof of refund acknowledgement by the merchant (Example: Void slip / refund note)
  • – Proof of dispute raised with the merchant (e.g., email correspondence)
  • – Proof of failed debit card payment
Regular payments that the Cardholder has previously cancelled, where the cancellation date is before the recurring bill
  • – Proof of cancellation request made to the merchant
  • – Proof of merchant’s acknowledgement of the cancellation
  • – Proof of dispute raised with the merchant (e.g., email correspondence)
Goods and/or service received is not as described, for example, counterfeit goods (Note: Not applicable to UnionPay)
  • – Sales invoice and/or receipt
  • – Proof of dispute raised with the merchant (e.g., email correspondence) and attempt to resolve the matter / returned merchandise / attempt to returned merchandise
  • – Details of what was not as described
  • – For counterfeit goods, proof from an expert or professional / the owner of the intellectual property or its authorized representative / a customs agency or law enforcement agency that supports the claim
Goods and/or services that the Cardholder did not receive but are paid for
  • – Sales invoice and/or receipt
  • – Proof of delivery date
  • – Proof of dispute raised with the merchant (e.g., email correspondence) and attempt to resolve the matter
Merchant closure resulting in failure to deliver goods and/or services after a one-off pre-payment
  • – Sales invoice and/or receipt of pre-payment indicating that goods and/or services are still outstanding
  • – Detailed description of the goods/services purchased
  • – Proof of dispute raised with the merchant (e.g., email correspondence) and attempt to resolve the matter
Transactions which the Cardholder believe are unauthorized and are fraudulent
  • – Documents required are subject to a case-by-case basis. For example, Police Statement would be required for lost card.
You should supplement more information if you believe it is necessary.

2. Submit your request via the following channels:

Frequently asked questions after submission

  1. Upon receiving your application, the Bank will perform preliminary checking such as if the request is submitted after the deadline.
  2. If necessary, the Bank will then submit the request along with supporting documents to the respective Card Association for their further investigation.
  3. During the investigation, the Bank may contact you to obtain further information and/or supporting documents.
  4. The processing time generally takes around 60-90 days upon receiving all documents but may vary depending on the complexity of the request.
  5. The time limit for chargeback requests varies by different card associations, details as below –

IMPORTANT NOTES:

 

**AS THE BANK WOULD NEED TO FIRST PROCESS YOUR APPLICATION, REQUESTS STILL HAVE TO BE SUBMITTED WITHIN 60 CALENDAR DAYS OF STATEMENT ISSUE DATE**

THE BELOW TABLE IS STRICTLY FOR REFERENCE ONLY AND GUIDELINES FROM CARD ASSOCIATIONS MAY CHANGE FROM TIME TO TIME AND WITHOUT PRIOR NOTICE.

 

DISPUTE REASON

CARD ASSOCIATION

 

MasterCard

UnionPay

Incorrect Transaction Currency / Amount

Within 90 calendar days from the transaction processing date

Within 150 calendar days from the transaction processing date (including 30 calendar days mandatory retrieval request time)

Duplicated billing

Within 90 calendar days from the transaction processing date

Within 150 calendar days from the transaction processing date (including 30 calendar days mandatory retrieval request time)

Refund not received

Within 120 calendar days from the date on the credit documentation, or the date the service was cancelled, or the goods were returned.

Within 150 calendar days from the transaction processing date (including 30 calendar days mandatory retrieval request time)

Merchant claimed that the debit card payment failed but Cardholder was still billed

Within 120 calendar days from the transaction processing date

OR

For cancelled merchandise / services, within 120 days from the date cardholder received or expected to receive the merchandise or services but not exceeding 540 calendar days from the transaction processing date

Within 150 calendar days from the transaction processing date (including 30 days mandatory retrieval request time)

Regular payments that the Cardholder has previously cancelled

Within 120 calendar days from the transaction processing date

Within 150 calendar days from the transaction processing date (including 30 calendar days mandatory retrieval request time)

Goods and/or service received is not as described, for example, counterfeit goods

Within 120 calendar days from the transaction processing date

OR

Within 120 calendar days from the delivery date of the service /merchandise, but not exceeding 540 calendar days from the transaction processing date

(N/A)

Cardholder did not receive Goods and/or services paid for

Within 120 calendar days from the transaction processing date

OR

Within 120 calendar days from the delivery date of the service /merchandise but not exceeding 540 calendar days from the transaction processing date

Within 150 calendar days from the transaction processing date (including 30 calendar days mandatory retrieval request time)

Merchant close-down

Within 120 calendar days from the delivery date of the service/ merchandise OR the date which cardholder was first made aware that the services would not be provided (e.g., merchant close-down date) but not exceeding 540 calendar days from the transaction processing date

Within 360 calendar days from the transaction processing date (including 30 calendar days’ mandatory retrieval request time)

Unauthorised Transactions

Within 120 calendar days from the transaction processing date

Within 180 calendar days from the transaction processing date

 

For Card Lost or Stolen, or Unauthorised Transactions

You should follow the procedures set out in the Security Procedures section in our Client Terms to report to the Bank. To protect your interests, the related debit card would be immediately deactivated.

For Authorised Transactions with Issues on the Transaction Details

You can opt to deactivate the related debit card and request for a replacement card (with a new card number).

  1. The Bank will notify you on the status and result of chargeback request by phone call, email, SMS or letter.
  2. If the application is successful, the Bank will refund the disputed amount to your account.
  3. In situations where the chargeback has failed, the liability would be on you and the Bank will not provide refund.
  4. If the request had failed and you choose to appeal for the case, the respective card association may charge you for processing fees.

Note that the decision of the Bank and/or respective card association shall be final.

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